Pardot’s Engagement Studio is usually associated with nurture campaigns but it’s capable of much more. Prevent excessive email sends One of the easiest mistakes to make in Pardot is excessively …
As companies continue transitioning their contact centers to the cloud, legacy infrastructures fail to support newer channels such as social media and chatbots. This helps fuel explosive growth in the …
The hot topics at Avaya ENGAGE have stuck around the last few years: the shift from on-premise to cloud, mobility, the rise of video, the growth of partnerships and ecosystems.
There are now more than 5 million cloud-based contact center agents working as organizations take advantage of emerging technologies, according to a new study by Synergy Research Group.
When we talk about contact center assurance, interactive voice response (IVR) technology tends to monopolize the conversation. Almost everyone knows what a nightmare problematic IVR menus can be. If someone is …
Here are my predictions about how digital marketing will look in the coming decade.
Voice service providers must now implement call authentication technology to comply with newly passed regulations seeking to eliminate fraudulent robocalls.
While the market for on-premises contact center systems stagnates, hybrid and cloud implementations are expected to grow as companies seek cost-effective ways to measure customer experience in a rapidly changing technological landscape.
As communications service providers (CSPs) race to implement 5G technology, customers’ expectations are at an all-time high.
Of 501 people surveyed, 88% said they preferred speaking to humans and 72% said they usually speak to a human after encountering an IVR menu.